Tivo's no longer displaying or recording captions

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red89mx

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#129175 5-Sep-2013 20:56

HI

I have 2 active Tivo's and both have stopped recording and displaying captions during the last 7 days.

Have rechecked/restet the dispaly settings and repowered.

As my partner is Deaf.... recording captions shows is critical. Possibly changes in the last software update?

The Panasonic and Samsung TV's are bot dispalying captions ok on freeview so not a transmisison issue.

Any suggestions welcome, even rolling back last upgrade?

Cheers

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#890645 5-Sep-2013 21:28

The only hearing problem in our house is selective hearing. We've never used captions, but I've just turned them on and checked all channels up to 20 with nothing displayed.

I've read that Hybrid Television Services - the company behind Tivo in NZ and Aus - has pretty much shut up shop in both countries. That MAY account for the lack of captions. I would assume that as the Tivo doesn't use the EPG in the Freeview broadcast, there is a strong possibility that it doesn't use the captions in that broadcast.

Shame really that it never took off here as I am a huge fan of Tivo. It's a mature platform that behaves well and has some cool advantages like booking recordings via web. I just bought an unused one from TradeMe for a bargain price as a spare.... partly because I want to upgrade the hard drive in our current Tivo and there is a tiny risk of failure. My wife originally refused to touch the Tivo, but now she'd have my head if I broke it.

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red89mx

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#890651 5-Sep-2013 21:46

I do not think it is linked to EPG....would have been too expensive recaptioning. Most lilkely an upgrade which I would like to revert.

yep - my Wife loves the Tivo, and I have a third Tivo in the cupboard as a spare just in case.

Dynamic

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#890652 5-Sep-2013 21:48

Maybe flick their support team an email. I've usually had responses within 24 hours.

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red89mx

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#890658 5-Sep-2013 22:04

Checked on the Tivo contact us page but no support email there. Did you mean the webform with capta?

Ta

Dynamic

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#890659 5-Sep-2013 22:06

It was April when I last contacted them, and I can't remember the method I used. The email response came from:

Hybrid TV Level 3 Support - support@mytivo.com.au

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Stu

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#890662 5-Sep-2013 22:12

You could try sending a PM to DanHybrid, although I'm sure he'll see this thread when he has time.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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DanHybrid

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#890684 5-Sep-2013 23:58

Freeview/Free to air channels do use our EPG, but no, that has nothing to do with the subtitles, and if we have shut up shop, no one has told me (or payroll ;) )

Can anyone else confirm no subtitles on any channels?
I've been discussing the issue with TVNZ, there has been some confusion after the U/TV1+1/TV2+1 changes over the weekend, and if that had caused the issue.
The current firmware rollout is only meant to contain security updates that deal with TiVo<->Server communication (and a firmware fix for HNP issues)

Dan

Edit - Clarified EPG

russelo

332 posts

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#890726 6-Sep-2013 08:32

I can confirm that.
There are some channels where these used to be captions but is now missing. This has been the case for the last week or so. Other channels still have captions.

DanHybrid

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Hybrid TV (TiVo)

#890728 6-Sep-2013 08:34

Can you pm me your TSN or account email address?

It lets me dig up the back end info

Thanks,
Dan

red89mx

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#891098 6-Sep-2013 20:43

Working with Dan.

Russelo - what channels are you getting captions still?

red89mx

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#891107 6-Sep-2013 21:14

In NZ Captions have predominantly been on TV1 and TV2, with TV3, Four and Prime/Sky arriving late to the party due to cost (That was their excuse).

TV1 and 2 shows/movies tend to be captioned up to say 23:00, pot luck with the other channels after 20:30.

If you want to check, use the closed caption feature on your Freeview TV to confirm then view via Tivo after setting the Messages&Settings\Settings\Displays\Captioning -> Set to ON (and captioning language to english).

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DanHybrid

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#891110 6-Sep-2013 21:21

I've been working today with both TVNZ and red,
Good news, it appears not to be the new firmware update, and we have narrowed down what it could be.

The bad news, the earliest we'll be able to get this resolved is Monday.

Being in a household myself where closed captioning is required, I appreciate how important it is to get it back up and running.

As I know more, I'll let you know.

Dan

CarterMackenzie

18 posts

Geek

#892265 9-Sep-2013 17:17

DanHybrid: Can you pm me your TSN or account email address?

It lets me dig up the back end info

Thanks,
Dan

Hi,

TiVo fan here, but am having this same issue with no captions on TV1 & TV2. Very frustrating as I'm hard of hearing, as are my parents. & my siblings are deaf.

DanHybrid - TVNZ Access Services has contacted you on my behalf.
Hope you can help.

Smiles, Beth (Elizabeth)

DanHybrid

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#892284 9-Sep-2013 18:02

Hi Beth,

We're still working on this, sadly I have no updates for anyone today :(
I'll check in with any updates tomorrow.

Dan

skinnynz

5 posts

Wannabe Geek

#892303 9-Sep-2013 18:40

Just adding my 2c
I visited my mum yesterday to help her get captions back on her TiVo, it turns our she hasn't lost all her marbles. Very pleased to see something is been done to fix the issue
Cheers

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